Director of Planning and Customer Success

CIVANA’s mission is to inspire mindfully, measurably greater wellness in all who crave it. The CIVANA model is shaped by a wellness philosophy that serves everyone: happiness first, healthiness always. This is delivered via a curated wellness program that focuses on connecting mental, physical, emotional and spiritual needs, providing guests with tools they can take with them wherever they go, and build upon each time they return.

ACCOLADES

• 2026 Newsweek’s World’s Most Extraordinary Spas

• 2026 The Zoe Report Readers’ Choice Awards: #5 Best U.S. Yoga Retreat

• 2025, 2024, 2023, 2022, 2021, 2020 Travel & Leisure World's Best Award - Top 10 Destination Spa

• 2025, 2024, 2023, 2022, 2021, 2020, 2019 USA Today Readers' Choice Award - Top 10 Best Spa Resort

• 2025, 2024, 2023, 2022, 2021, 2020 Conde Nast Traveler Reader's Choice Award - Top Destination Spa in the US

• 2025, 2024, 2023 TripAdvisor Traveler's Choice Award

• 2025, 2024, 2023, 2022 U.S. News & World Report - Best Hotels in the US

• 2024 Oprah Daily Hotel O-Wards - Top Wellness Resort to Find 2024 Your (Higher) Purpose

• 2024 Reader’s Digest - 20 Best Wellness Retreats to Help You Relax and Recharge

• 2024, 2023, 2022 OpenTable Diners' Choice Award

• 2023 Women’s Health Travel Awards - Best Yoga Retreat in the World

• 2023 Men’s Health Travel Awards - Top Relaxation Destination 

• AAA Four Diamond Rating

• AAA Inspector’s Best of Housekeeping Award 

WHY YOU’LL LOVE WORKING AT CIVANA

•  Affordable health insurance starting the 1st of the month following hire date

• Complimentary shift meal

• Complimentary access to wellness classes & programming

• Generous Team Member & Friends & Family Resort rates and discounts

• 401K Retirement Plan with Matching

Department: Marketing

Reports To: CMO

Location: Carefree, AZ

THE ROLE

Lead our Guest Experience Guides — a team handling thousands of monthly touchpoints across phone, email, chat, and text. Run it as a guest success center, a revenue center, and a curator's studio all at once.

WHAT YOU'LL OWN

1. Lead the Team

• Lead, manage, and hold the team accountable
• Hire, develop, and retain Guest Experience Guides to a defined "raver" profile
• Run the weekly team L10, own scorecards, and performance manage with care
• Define goals, training, and operational processes for a best-in-class guest success team

2. Run the Guest Success Center

• Manage thousands of monthly touchpoints across phone, email, chat, and text — no dropped guests, leads, or dollars
• Own staffing, queue management, response times, and channel strategy
• Act as the Zendesk SME — workflows, reporting, and more
• Drive innovation in tools, tech, and service models that scale with growth

3. Drive Revenue

• Hit monthly targets
• Identify selling, upselling, and cross-selling opportunities — rooms, spa, classes, F&B, retail, packages
• Build closing skills and train the team in the power of soft selling
• Treat every touchpoint as a revenue moment without it ever feeling transactional

4. Curate Intentional Stays

• Champion guest happiness pre-arrival — treat guests as human beings, not numbers
• Drive customer loyalty and healthy guest sentiment scores
• Make every Guide a walking encyclopedia of CIVANA — classes, healers, treatments, rooms, dining, journeys
• Build the knowledge systems (playbooks, training, certifications, content library) that power curated stays

5. Be the Voice of the Guest

• Develop, monitor, and report on KPIs against satisfaction, quality, and revenue goals
• Bring guest insight and conversion data into the weekly Marketing L10
• Collaborate with Design and Marketing to improve the pre-arrival journey
• Partner with Brand, Performance, Group Sales, and Delivery for a flawless handoff to property

WHO YOU ARE

• An operator and a humanist — equally at home coaching a tough call or rebuilding a Zendesk workflow
• A data lover who runs the business from dashboards and tells stories with numbers
• A closer who builds closers without crushing the soul of the work
• A guest fanatic who believes hospitality is about how you make someone feel, in addition to the technical steps of delivery

WHAT YOU BRING

• 5+ years leading customer success, contact center, reservations, or guest services — hospitality, wellness, luxury, or premium DTC preferred
• Proven track record running high-volume, multi-channel operations (10,000+ monthly touchpoints or comparable)
• Deep, hands-on Zendesk proficiency — able to act as company SME
• Demonstrated revenue ownership — closing, upselling, cross-selling, sales discipline
• Strong analytical chops — KPIs, scorecards, data-driven decisions
• Strong coaching and leadership skills
• Experience with cross-functional collaboration
• Genuine love for wellness, hospitality, and human connection